Supervisory Medical Support Assistant

This position provides supervision of the MSA in the Community Care (CC) department as well as analytical and evaluative support to the CC Chief regarding scheduling and authorization of referrals. The positions reports to the CC Service Chief, and is required to independently manage a wide range of administrative activities for CC and supervises Lead MSAs, Advanced MSA's, and MSA's. Major duties include, but are not limited to the following: Serves as the direct line supervisor for all assigned MSA staff which includes at least (1) Lead MSA and is responsible for the daily oversight of the area in which they are assigned, providing direct supervision, guidance, and leadership. Resource in providing technical counsel to meet procedural, legal, and administrative requirements relating to the care and treatment of Veterans, thus achieving maximum utilization of Sioux Falls Veteran Affairs Healthcare System (SFVAHCS) resources and within the CC. Care is delivered in a team-based model which includes Registered Nurses and MSA's. CC arranges all care outside the SFVAHCS for Veterans. Works collaboratively with other members of an expanded healthcare team including pharmacists, social workers, dietitians, and all clinical service lines to provide a robust interdisciplinary approach to care. Important interfaces and collaborations also occur with larger health care system providers including VA and Non-VA specialists, hospitals, diagnostic and treating facilities, and community base programs. Plans and completes advance level tasks based on observance of protocols and accepted clinical practices while exercising full supervisory responsibility over subordinate staff and lead MSA. Directly handles or delegates responsibilities for resolutions of problems or unusual situations and makes decisions on appropriate action to be taken. Has thorough knowledge of VHA Directives for VHA Outpatient Scheduling Processes and Procedures, VA regulations, Veteran Care Agreement (VCA), Systems Redesign Principles, Local Medical Center Memorandum/policies, Standard Operating Procedures (SOPs), priorities for care, Release of Information (ROI), Health Information Portability, Accountability Act (HIPAA) Law, and the Freedom of Information Act (FOIA). Provides supervisory medical administrative support and, is an integral member of CC leadership to effectively carry out day-to-day administrative operations of CC. Provides excellent customer service and must adhere to VA local, National, and Service policies and procedures. Skilled in compiling readily available data from prescribed sources; knowledge of the organization to search records, files, or electronic data banks to locate information needed, and to verify information given. Utilizes computerized programs and databases to enter, modify and retrieve sensitive information and various data into or from electronic medical records, scheduling system, and/or reporting formats. Promotes Veteran registration for and utilization of My Healthy Vet (MHV), VA Online Scheduling, (VAOS), and other communication programs. Possess knowledge of clinical processes and services to function in and interact with various clinics throughout the hospital. Knowledge of and ability to apply policies and procedures associated with operational activities that affect workload data. Responsible for assuring accurate appointment management and the coordination of all administrative information between the professional staff and the Veteran. This includes verifying demographic information, scheduling appointments, data entry, and administratively managing consultation requests. Orients medical staff to basic administrative policies and procedures dealing with outpatient scheduling and other administrative topics. Maintains CC Committees and notes from meetings as directed. Knowledge of quality assurance/performance improvement principles and is responsible for assuring these administrative functions are carried out in the performance of their duties. May be required to conduct individual quality assurance audits/process improvement time studies. Knowledgeable of Joint Commission requirements specific to his or her job, such as Veterans' rights, emergency preparedness, information security, ethical conduct, and environment of care. Demonstrates advanced knowledge of managing workflow and adheres to VHA National and Local guidance. Makes decisions and empowers others to collaborate in order to resolve problems within a complex system environment. Applies knowledge of policies and procedures to subordinates associated with operational activities that affect Veteran flow, Veteran care, and revenue process. Works independently. And works in a proficient and self-directed manner in order to accomplish a wide variety of tasks, to include setting priorities and coordination of work. Work Schedule: Monday • Friday; 8am to 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Failure to clearly demonstrate your experience in your application package may result in disqualification. All applicants are must submit responses to each Knowledge, Skill, and Ability (KSA) on a separate document. Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Certification: None Required English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Grade Determinations: GS-8:One year of experience equivalent to the GS-7 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.-AND- Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below: Advanced knowledge of managing or leading patient support staff in a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment. Ability to provide the full range of administrative and supervisory duties to at least one subordinate MSA supervisor or team leader in a patient support setting which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements. Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with internal and external customers to ensure quality/continuity of care and ensure compliance with established policies and regulations. Ability to provide briefings, orientations, staff development, and training [in a patient support setting. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. Assignment: For all supervisory assignments the Supervisory MSA must spend 25% or more of their time providing administrative and technical supervision and perform major duties above those at the FPL that consist of significant scope, complexity, difficulty, and variety. Supervisory MSAs at this level plan and direct programs at medical centers and/or satellite outpatient clinics. They have full responsibility for supervising at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff in a VA medical inpatient, outpatient, or interdisciplinary setting. Assignments at this level include but are not limited to evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance and taking disciplinary action when necessary. The employee has administrative and professional responsibility for planning and directing the subordinate lead, supervisor, and MSA's activities. Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Preferred experience: Supervisory Role Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. IMPORTANT: A transcript must be submitted with your application. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.